A economia globalizada e os avanços tecnológicos propiciaram um novo modelo de Outsourcing de Tecnologia de Informação (TI): os provedores de serviços de aplicativos (ASP - Application Service Providers). As discussões a respeito de ASP intensificaram-se nos três últimos anos, com a proposta de comercialização do software como um serviço. Quanto maior a interdependência da área de TI com as metas de negócios das organizações, maior a ênfase dada à satisfação das expectativas do cliente quanto aos serviços prestados pelos provedores. No mercado, têm-se adotado os acordos dos níveis de serviços (SLA - Service Level Agreements) como mecanismo de controle das atividades de outsourcing. Porém, essa adoção é nova e imatura, e a literatura é escassa. Tanto os provedores quanto os cliente sentem a necessidade por estruturas de implantação semelhantes às de SLA. Essa carência é ressaltada no caso dos modelos ASP. Propondo-se a contribuir com a compressão do modelo ASP e de SLA para ASP, apresenta-se uma pesquisa exploratória das características desse modelo com SLA, de modelos de qualidade de serviços de outsourcing e finalmente de considerações que devem ser feitas para garantir a qualidade dos serviços ASP, empregando-se os SLA. / The global economy and technological advances propitiated a new model of Information Technology (IT) Outsourcing: the Application Service Providers - ASP. Discussions regarding ASP became more frequent in the last three years because of the new approach of selling software as a service. As the interdependency between the IT area and the business goals of organizations becomes greater, the emphasis on fulfilling the client\'s expectations regarding service rendered by providers becomes stronger. In the market, Service Level Agreements - SLA have been adopted as control mechanisms of outsourcing activities. However, this adoption is new and immature, and the literature on the matter is scarce. Providers and clients feel the need for implementation structures similar to SLA\'s. In lhe case of ASP models, this necessity is emphasized mainly due to the lack of conceptual information on the ASP model. In order to better comprehend lhe ASP and the SLA models for ASP, I am presenting an exploratory research about the characteristics of the new approach with SLA models, outsourcing models of service quality and considerations, which must be carried out to ensure quality of ASP services employing SLA.

Programas que contemplem a restauração florestal são importantes para conter o processo de degradação ambiental. A análise do processo de restauração florestal se faz necessária para verificar como estas ações vêm sendo realizado e quais suas características, bem como os principais atores do processo. Este estudo apresenta um diagnóstico do estado atual e das tendências que guiam o processo de restauração florestal no Estado de São Paulo realizado por prestadores de serviços e organizações do terceiro setor. No primeiro capitulo é apresentada uma revisão com aspectos conceituais e práticos da restauração florestal, com a descrição das partes interessadas da restauração. No segundo capítulo foi realizado um diagnóstico do processo de restauração florestal realizado por organizações do terceiro setor (organizações não governamentais) e empresas prestadoras de serviços da área. Para isto foram realizadas visitas a campo e entrevistas com organizações do terceiro setor e prestadores de serviços que desenvolvem projetos de restauração florestal. No capítulo três foi realizado um estudo de caso analisando a colheita de sementes para a restauração florestal por produtores familiares na região de Ribeirão Grande, SP. De acordo com os resultados obtidos no diagnóstico observa-se que a restauração florestal realizada por organizações do terceiro setor e prestadores de serviço do Estado de São Paulo está seguindo duas vertentes: a restauração para recuperação e conservação ambiental e, a restauração devido a exigências legais, para compensação de passivos ambientais ou licenciamento ambiental. Dentro destas vertentes têm surgido novos mercados de valorização da floresta, como o marketing ambiental e o mercado voluntário de compensação das emissões de carbono. As organizações do terceiro setor são também articuladoras do processo, tendo um trabalho importante na captação de recursos para a restauração e na formação de uma consciência ambiental pela sociedade. Para a maioria das organizações do terceiro setor e alguns prestadores de serviços, o processo de restauração florestal tem obtido melhores resultados quando envolvem atividades de educação ambiental e ações participativas com as comunidades envolvidas. A diversidade de espécies utilizadas nos projetos aumentou, bem como a preocupação com a qualidade das sementes utilizadas, apesar da dificuldade de rastreamento do processo. A atividade de colheita de sementes por pequenos produtores familiares tem se desenvolvido como um complemento à renda em regiões com fragmentos de mata nativa. A colheita de sementes também proporcionou uma maior valorização da floresta pelos produtores rurais. As dificuldades enfrentadas pelos produtores relacionam-se à falta de capacitação com a colheita, a identificação das espécies, a marcação de matrizes e também com o transporte das sementes. A colheita de sementes trouxe alguns benefícios econômicos para os produtores, porém aquém do esperado, em parte pela falta de estruturação na comercialização das sementes e de capacitação para a colheita. Os resultados encontrados poderão ser úteis na formulação de políticas públicas para regular e guiar o processo de restauração florestal e a melhoria da qualidade dos projetos resultantes. / Forest restoration programs are important to mitigate environmental degradation. The analysis of forest restoration process is needed in order to determine how these programs are being carried out, its mains characteristics, as well as who are the key stakeholders. This study provides an analysis of the current state and trends that drive the process of forest restoration in the São Paulo State conducted by NGOs and service providers. The first chapter presents a review addressing conceptual and empirical aspects of forest restoration. The descriptions of main stakeholders involved with restoration projects were also reported. Chapter two presents an analysis of forest restoration projects and their underlying process. Field visits and interviews were conducted with NGOs and service providers for forest restoration projects. In chapter three a case study was conducted based on seed collection practices for forest restoration by farmers in the region of Ribeirao Grande, SP, Brazil. The results of this thesis show that the restoration projects are being conducted for two main purposes: for recovery and conservation of environmental services and due the legal requirements to compensate or for compliance with environmental licensing. New markets and opportunities had emerged for forest restoration, such as green marketing and voluntary compensation of carbon emissions. NGOs are important players, raising funds for the restoration and environmental awareness. Forest restoration projects have shown better results when they involve environmental education and participatory activities with communities. The diversity of species used in these projects has increased, as well as awareness about seed quality, despite difficulties from collection, tracing and proper economic valuation. Seed collection by small farmers has generated income alternatives for areas with native forest fragments. Farmers are also giving proper value to forest areas. Seed producers main difficulties are associated with seed collection, species identification, seeds transportation and seed registration. Seed collection brought some economic benefits for collectors, but less than expected, partly due to the lack of seed market structure and of capacitation. These results may be useful for policy making and makers to regulate and guide the process of forest restoration, and improving quality of the resulting projects.

Magister Public Health - MPH / Teenage pregnancy is one of the major public health problems facing teenage girls in Zambia (Webb, 2000; Warenius, 2008). Teenage girls access to and utilization of adolescent reproductive health (ARH) services is important for the prevention of teenage pregnancies and sexually transmitted infections (STIs) amongst teenagers.High incidence of teenage pregnancies has been noted in the district despite availability of ARH services. Teenage pregnancy is a major contributing factor to the high school drop-out rate amongst the girls and is one of the challenges faced by non-governmental organizations (NGOs) that support girl child education, such as the campaign for female education (CAMFED) as well as for government agencies such as the Ministry of Education. The high incidence of teenage pregnancies could be an indication of poor access to and utilization of ARH services and therefore an assessment of the accessibility and utilization of the ARH services was done to explore the reasons for this.This research aimed to explore the factors affecting teenage girls access to and utilization of ARH services in the Mpika district, Zambia. The research was a qualitative, descriptive and exploratory study using individual interviews with ten in-school teenage girls, four key informants rendering ARH services and a focus group discussion (FGD) with ten pregnant teenage girls. By exploring these particpants perceptions and experiences, appropriate interventions to improve accessibility to and utilization of ARH services could be designed that would be appropriate for the local context in order for them to be effective. Thematic analysis with categorizing and coding methods was used to analyze the data. The study used the theory of planned behaviour (TPB) which stipulates that an individuals attitude,subjective norms and perceived behavioural control influence behaviour as a framework to explain the findings of the results of the study. The findings of the study indicated that physical, psychological and social barriers hindered adolescents from accessing and utilizing ARH services. The findings also suggested that high levels of knowledge about RH services do not necessarily translate into accessibility and utilization of ARH services. Accessibility to and utilization of ARH services by adolescents can also be determined by an individual attitude, subjective norms, and perceived behavioural control as illustrated by the TPB. Adolescents need to feel comfortable using ARH services. Therefore the three variables of TPB should be taken into consideration when designing comprehensive ARH programmes in order to accommodate the unique reproductive health needs of the adolescents. There is need to encourage participation in and involvement of adolescents in planning and implementation of ARH programmes. The participants also made recommendations which included strengthening information and education on ARH, strengthening adolescent-friendly services, improving staffing levels and promotion of school health services. / South Africa

Internet Service Providers (ISP’s) are crucial to the operation and development of the Internet. However, through the performance of their basic functions, they faced the great risk of civil and criminal liability for unlawful content posted by third parties. As this risk threatened the potential of the Internet, various jurisdictions opted to promulgate legislation that granted ISP’s safe harbours from liability. The South African (RSA) response is Chapter XI of the Electronic Communications and Transactions Act (ECTA). The protection it provides is however not absolute. It is limited to ISP’s that are members of an Industry Representative Body (IRB) and those ISP’s must perform particular functions in relation to third party content in a certain manner to obtain limited liability. Due to the ECTA’s limited application and a lack of authority, the question is raised as to what is the liability of ISP’s for unlawful content posted by third parties? This dissertation pays particular attention to ISP liability for third party defamatory statements, hate speech, and obscene and indecent material. The role and characteristics of ISP’s in the functioning of the Internet is described. It is determined that a wide legal definition would be required to encompass the many roles they perform. The definition provided by the ECTA is wide and many different types of ISP can fall underneath it. This may have unintended consequences as entities may receive protection that the legislature did not intend. The appropriate laws in the United States of America (USA) and the United Kingdom are surveyed and suggestions as to the extent of ISP liability in circumstances where the ECTA does not apply are made. It is established that their position is uncertain due to difficulties in applying the law to the Internet. This could result in the law being applied incorrectly and ISP’s erroneously found liable. The ECTA’s threshold requirements limit the availability of the safe harbor provisions to ISP’s that are members of a recognised IRB. The IRB must comply with an extensive set of requirements to obtain recognition. The purpose of these requirements is to ensure that only responsible ISP’s obtain the protection provided by the act. After an examination of these requirements, their necessity is questioned as their purpose appears to be contrary to the logic of the safe harbours provided by the ECTA. The safe harbours are analysed and comparisons made to similar legislation that exists in the USA and the European Union (EU). It was established that the ECTA is a hybrid of the USA and EU legislation, and to a certain extent improves on them. It was suggested that the extent of ISP liability in relation to certain unlawful content is clearer under the ECTA. However, exceptions may exist in relation to hate speech and obscene and indecent content as a result of legislation that does not properly take the technology of the Internet into account. It was recommended that certain action be taken to correct this position to prevent any negative effects on the Internet industry and conflict with the objectives of the ECTA. The provision of limited liability contained in the ECTA is balanced with a notice and takedown procedure, which provides relief to victims of unlawful content. This procedure is analysed and it appears to be effective in providing relief. However, through an examination of concerns raised in relation to this type of procedure as it exists in the USA and the EU, it is suggested that certain flaws exist. The take-down procedure negatively effects the freedom of expression and the third party’s rights to due process. Further, the threshold requirements result in not all the users of the Internet being provided with the same remedies. It is recommended that certain action be taken to correct these flaws. The solution provided by the ECTA should be favoured over the uncertainty that existed before it promulgation. It may be necessary to correct particular flaws that exist. Certain recommendations are suggested in this regard and the concluding chapter.

The world has experienced multiple disasters in recent years that have highlighted the importance of effective disaster preparedness and response initiatives. One prominent example is the January 12, 2010, 7.0 magnitude earthquake that shook Port-au-Prince, Haiti. The massive disaster made it difficult for local Haitian community officials to respond immediately, leaving the country reliant on foreign aid and international and non-governmental relief organizations. Within days, hundreds of organizations and volunteers mobilized to send physicians and medical specialists, nurses, physiotherapists, psychologists and social workers to the affected area. However, the political and financial instability of Haiti, in conjunction with limited resources and severe destruction from the earthquake, made it difficult to coordinate response efforts between hundreds of responding organizations. The literature indicates that when health professionals are disorganized and unprepared, they are at risk physically, emotionally and mentally which could hinder their effectiveness as first responders. While these risks have been made known, there is little literature that explores the effectiveness of the supports, as perceived by Canadian health and social service providers in Haiti. In order to address this gap, this qualitative study explores various supports that were available to health and social service providers in Haiti by focusing on their lived experiences pre-deployment, on-site and post-deployment. These findings provide evidence to inform policy development regarding future disaster relief and the supports available to health and social service workers assisting with international disaster response.

This thesis is about the tensions faced by communitarian water service providers in peri-urban Cochabamba, Bolivia, in their continued dependence on private water vending businesses, despite efforts to socialize service delivery. Based on fieldwork conducted in Cochabamba from May-July, 2013, this thesis argues that due in part to a lack of government intervention and regulation, many communitarian water associations in Cochabamba are being held captive by private water vendors who exploit the city’s unequal distribution of water resources for profit. It makes this argument by exploring two main points: that communitarian water associations leverage progressive forms of organization to improve service delivery, but are hindered by barriers which lie outside their control; and that small-scale water businesses are able to exploit the failures of the formal state/public and informal communitarian systems by positioning themselves as a necessary operation, in a way which limits the state’s ability to regulate their activities.

This master thesis focuses on the worldwide optical connection situation.Within the respective regions of Asia-Pacific,the Americas and Europe, it identifies the main countries and focuses on the situation and share of FTTx subscribers in them.It tries to answer the question of what technologies are represented the most on particular markets. Within each country,two service providers are chosen and their offer analyzed.For an overview,the price offer for an Internet connection with the highest transmission rate and the price for VoIP service are provided. The analytical part uses the obtained data from individual countries and regions for a price comparison and market forecast.The price comparison deals with the price level of a standard connection in relation to GDP per capita in PPS.This comparison enables the discovery of how expensive the Internet connection via FTTx is in a particular country.Furthermore, the analytical part, in relevant countries, focuses on the calculation of the ratio of costs for the yearly use of a FTTx subscription in relation to the disposable family income. The highest ratio-8.37%-was recorded in India. The thesis also includes a market forecast in the horizon of the end of 2009 and 2010 for the most important countries.For each country,the main growth factor is identified and subsequently the development for the entire year 2009 and 2010 is forecast.The worldwide forecast is 61.37 million (as of the end of 2009) and 72.67 million (as of the end of 2010) FTTx subscriptions.The contribution of this master thesis is the analysis of in what state of development the market of Internet optical connection is in the most important countries, with price comparisons and a market forecast constituting further contributions.

This thesis deals with specialized information systems for internet service providers. The aim of thesis is to compare specific information system of company Dupeto s.r.o. with an-other external systems. The first part of the thesis deals with the theoretical foundations, which is followed by the analysis of a market of this systems. After making choice of which systems are the propriet ones, the thesis gives a detailed description of these sys-tems. In conclusion there is a recommendation for Dupeto s.r.o. which system is the best for this company. This recommendation was achieved by the means of a multi-criteria de-cision making. This thesis is so helpful mainly for this company but it is helpful for other internet service providers too because it contains the analysis of the systems from various point of views.

A alta competitividade e os avanços tecnológicos propiciaram o surgimento de um novo modelo de terceirização de Tecnologia de Informação (TI), os Provedores de Serviços de Aplicativos (ASP - Application Service Providers). A proposta do modelo ASP é a comercialização de aplicativos de software como serviço. A satisfação dos clientes está diretamente relacionada à qualidade do serviço prestado. Para garantir que sejam fornecidos serviços com qualidade, é fundamental a adoção dos Acordos dos Níveis de Serviços (SLA - Service Levei Agreements) como mecanismo de controle. No entanto, são escassas as informações formalizadas que venham a contribuir com a especificação desses acordos. Propondo-se a contribuir com a compreensão de SLA para ASP, apresenta-se uma pesquisa exploratória do conceito de SLA para ASP, de modelos de qualidade e dos fatores de qualidade a serem considerados nos SLA para garantir a qualidade dos serviços prestados. / lhe current competitiveness of the global market and the continuous technological evolution pushed the risen of a new model of Information Technogy Outsourcing, the Application Service Providers (ASP). The ASP modelproposes the remote delivery of software as a service. Therefore, customers\' satisfaction is strictelly related to the quality of ser\\>ice delivered. It is highly recommended the adoption of Service Levei Agreement (SLA) as a control mechanism to assure such quality of service. However, there is a lack of formalized statements regarding the specification of these agreements. As a matter of contribution for the compreension of the SLA for ASP, this work introduces an exploratory research of the concep of SLA for ASP, and of the quality models and quality metrics to be considered by the SLA to assure the quality of the services provided.

In my thesis I deal with the specifics of social work with clients with hearing defects. The purpose of my work was to find out what experiences the students of Czech schools have with people with hearing impairments and how they orient themselves in this issue. This thesis is divided into two main parts: Theoretical and Practical. The theoretical part of my work is divided into twelve chapters, which are focused on surdopaedia, hearing impairment, diagnostics, hearing screening, education and last but not least communication, compensatory aids and specifics of social work. In the practical part I used the questionnaire to find out basic information from students from the Hussite Theological Faculty. I was wondering if there are students at the faculty who are interested in this issue and whether they would like to work with people with hearing impairment in the future.